Leading a CX Revolution: Digital Greenhouse style

Several organizations, today, are looking to transform their current customer experience and bring it up to a level, that is modern and meets the expectations of their customers. But before we [...]


The Transformational Journey of Customer Service

You think you’ve had customers who complain forever. Ha! That clay tablet pictured up there is the first ever documented customer complaint. Nanni, an ancient Babylonian customer in 1750 B.C. [...]


Is this the real life or is this just fantasy?

Is this the real life? Is this just fantasy? Caught in a landslide, no escape from reality. – Queen, Bohemian Rhapsody Let’s talk about augmented and virtual reality for a moment. We think [...]


“A Truthful Narrative, Not Fairytales” The Role of Personas and Journey Maps in Digital Transformation

In 2017, digital transformation efforts will continue to leverage social media and gamified user experiences, big data analytics and advanced search to create a more personalized, outside-in [...]


Innovation is in the air: Enterprise Digital Transformation (EDT) – Part II

I am back! It’s almost 2 months here at Persistent Systems and it feels like forever. As promised, continuing on my last post, I am excited to share my experience with 25 odd prospects and [...]


Digital Transformation propelled by Gamification

Digital transformation is all about creating new business models and interesting customer journeys while leveraging cutting edge digital technologies with an aim to expedite delivery of products [...]


Creating Persona-lized Experiences

How do organizations that have an incredible amount of online content, ensure that the experience that they provide to you is highly personal to you and make you feel that they really care about [...]


How Tesla shines with ‘Premium Experience’ based disruptive business model!

The world is increasingly getting dominated by born-digital companies. As Mark Andreessen quotes “Software is eating the world”. Every industry is disrupted already or about to get disrupted.  [...]

Digitizing the Customer Focus – A Key for US Healthcare (Part 1 of 2)

  (The topic is covered in a series of 2 parts. Part 1 talks about the challenges in US healthcare. Part 1 also talks about ‘Customer Experience’; a significant area of focus for better [...]


Scrooge vs Grinch for a Christmas of Transformation!

This morning, I read Jonathan Becher’s following post on business transformation through culture  as opposed to technology and it set me [...]